IP Office. Simple, powerful communications for business.

Transcription

1 IP Office. Simple, powerful communications for business. Improve customer service with better call handling. Increase productivity by allowing staff to work more flexibly. Manage your costs better with our finance deals.

2 Transform your business communications. Successful businesses are always looking for new ways to do more with less. These days it s all about making sure you stay competitive by being flexible and innovative, but without increasing your running costs. Consumers are different too. They re more clued-up. Media and tech-savvy, they use different ways to communicate, such as , texting, Twitter, web chat etc. And in today s always-on world they have much higher expectations, meaning they re less forgiving and much more demanding. To keep customers happy, businesses need to be responsive. With more people working on the move and from home, businesses must make sure staff have the tools they need a laptop, mobile, office or home phone to keep in touch with customers wherever they re working from. And also that their wired, wireless or broadband connections are tip-top. Are you managing your communications or are your communications managing you? Do you recognise any of these scenarios? A customer calls and needs something specific or straightaway, but can t get through to the right person. Something unexpected, like bad weather or a transport strike, means employees can t get into the office and are unable to work. Staff give out personal contact details, such as their mobile phone number, which can be confusing for customers and give your business less control of these relationships. At peak times you know your business gets a lot of incoming calls, but you ve no idea how many aren t being answered, or what it s costing your business. If any of these are familiar, it could be affecting your business s ability to communicate. So what can you do? Switch to unified communications using IP Office. What is IP Office? IP Office joins up all of your business calls, texts, s, voic and conferencing. Instead of keeping your communications separate, IP Office and LAN infrastructure bring them all together in the same inbox. Designed for businesses with up to 2,000 employees, this is an ideal way to help reduce costs, increase productivity, and improve customer service. With IP Office, you ll get all the reliability and simplicity of a traditional phone system, combined with the advantages and functionality of IP/SIP phone systems. This means your people can work at any time and from anywhere, using the device they choose. So they can keep in touch and collaborate with colleagues, make faster decisions and get back to customers, who ll benefit from an instant response and a seamless service. IP Office simplifies wired, wireless and internet communications, and makes them easier to manage too. For example, using IP Office and a BT Business Hub, you can turn an employee s home phone into an office extension. Plus, you can see how that employee is responding to customers, just as you would in the office.

3 The benefits of IP Office are clear. You can rely on IP Office to help you: Manage your costs. Cut the cost of mobile and long-distance calls you can use Session Initiation Protocol (SIP) to make low-priced calls over the internet, rather than using a traditional phone network. Reduce travel costs with conferencing, you can host calls for up to 256 people, which will save time and money spent on travel. Improve productivity. Connect your mobiles staff can get voic and on their mobile phone in the same inbox, whether they re at home, on the move or in the office, speeding up response times. Handle calls more efficiently IP Office has built-in intelligence, allowing the system to route calls quickly and accurately to the right person, freeing up employees time. Improve customer service. Reach your employees on the device they re using you can set up calls to ring at the same time on multiple devices such as the office, mobile and home phone, so your people will never miss a call. Provide a more personalised service a pop-up box on the screen will let employees know who s calling via a plug-in for Salesforce.com, LYNC, C all Assistant Outlook, or Avaya Communicator, so they can greet customers by name. Analyse call length and missed calls on your system to help you understand how you re serving customers and where you need to make improvements. Grow your business. Expand your communications IP Office can be used by between 5 and 2,000 employees. Set up, add or change communications features quickly: IT staff can use customised templates to deliver the right features to the right team member, whether they re based in the office, work on the move or work remotely. Easily add or move IP/SIP phones just plug them into a LAN and you re ready to go. Care packages for peace of mind. We know your communication system is critical to your business. But we also recognise that every business has different priorities. To help keep your phones up and running, we offer care packages with all our business lines. So if your phone lines should ever go down, you don t need to worry because you know you re covered. The table below shows you the current service levels you can expect, based on the care package you choose. Service Care Standard Care Suitable for lines, which are not essential to your business. For example, a spare desk phone Prompt Care An ideal choice for less critical lines, such as in a warehouse or distribution centre Total Care A great option if you have other phones as a back up, such as on a receptionist desk When can I report the fault? When will we get back to you? Anytime 24/7 Anytime 24/7 Anytime 24/7 Within 4 hours Within 4 hours Within 4 hours Target fix time End of the second working day End of the second working day Within 24 hours Hours of service Monday to Friday, 8am-6pm (excludes Bank Holidays) Monday to Friday, 8am-6pm (excludes Bank Holidays) Monday to Sunday 8am-6pm (includes Bank Holidays) When can I expect the fault to be fixed? We would aim to fix a fault reported at midday on Friday by the end of the day on the following Tuesday We would aim to fix a fault reported at midday on Friday by the end of the day on Saturday We would aim to fix a fault reported at midday on Friday by midday on Saturday

4 IP Office makes life simpler. IP Office lets IT administrators manage the entire system from one location. Because they don t have to be on-site at a particular office, it saves time and travel costs. You re in control Whether you re adding a new office or employee to the network, or setting up a customer service help desk, IP Office keeps it simple. You can even customise the system to suit your business needs, and include the features you need most. Plus, you can take advantage of pre-existing templates and use typical user profiles, or enjoy the freedom of being able to tailor them for specialised groups. GREAT FLEXIBILITY AND ENHANCED FUNCTIONALITY. Within any business, people have different jobs and work from various locations. IP Office delivers the right software features to the right people, specific to their job role. So receptionists, sales people, call centre workers and managers can work from home, on the move or in a remote office1, and as long as there s an internet connection, they ll have access to all the features they need. With point-and-click call controls, receptionists can quickly see who s calling and why, through integration with commonly used database software. Customer service staff can quickly answer calls about products, sales, service and billing. They know how many calls are on hold, in progress or lost, and how many of their colleagues are available to take calls. Customer service supervisors can easily monitor how staff are handling calls, and measure the value of marketing campaigns. IP Office is ideal for: Salespeople and managers who control office communications by an IP phone, mobile or laptop receive automatic alerts when important voic s and s arrive in their inbox. Calls come through at the same time on all their devices, so they can react quickly. Plus, they can also organise conference calls for up to 256 people. People can use call routing, and use their mobile as an extension of the office phone so they can answer customers calls from a business number. Plus, IP Office can turn a home line into a remote extension of the business system, and offer all the same functionality as the main business line. Office workers staff using computers can collaborate more easily with Instant Messaging, visual voic and Presence.

5 Choose the IP Office that s right for you. IP Office is available in three editions Essential, Preferred and Server so you can pick the one that matches the needs of your business. I just need basic communications. IP Office Essential Edition is packed with must-haves, including call routing, caller ID, hold/ conference/ transfer and voic I want to make my people more responsive and professional. With IP Office Preferred Edition, you get everything that s in the Essential Edition, plus 10 times the messaging capability. You can even broadcast a single voic to the entire company, or a specific department or team. You ll also get: Secure conference calls. With its built-in conferencing capability, it s easy for your people to host their own password-protected conference calls. Call recording. Your can record some of your calls and use them for staff training. Intelligent call routing. You never know when your most important customer will call so you can program your system to handle all your sales and customer service calls from one location. IP Office recognises the area code and incoming number and routes the caller to the right team. You can: Simplify your processes. The user-friendly interface gives the system administrator an at-a-glance view of what s going on at up to 32 locations. They ll know about any potential issues that could affect system performance and can deal with them quickly and efficiently. Have everything you need in one place. Server Edition gives you a central management and licensing system across your business for all users, in all locations, on one intuitive web interface. Organise your system your way. You can choose the set-up that best suits your business. Use your own servers, Avaya servers or Avaya appliances, or any combination of the three. And, with licensing, a system administrator can give an employee access to use Server Edition anywhere within your business network. Use the system to grow your business. With Server Edition, you can support up to 2,000 users at a single site or across 32 locations, and have up to 150 voic channels. Keeps your business connected. In the unlikely event that the system goes down, your business will stay up and running. IP/SIP phones with active calls stay connected, and idle IP/SIP phones will simply re-register to an alternate server. Server Edition also backs up messages and greetings to an alternate Linux server. I want to take my business communications to the next level. IP Office Server Edition is our top-of-the range IP Office solution for medium-sized businesses. You ll also get: IPO Contact Centre Avaya IP Office Contact Centre gives small and medium-sized businesses the opportunity to benefit from the innovative Avaya technology that s designed for call centres. IP Office Contact Centre is a true end-to-end solution that can help to differentiate your services from the competition, achieve better customer segmentation, and increase the value of each customer relationship which can translate into more satisfied customers and a more profitable business. With IP Office Contact Centre, you can integrate your voice, , and social media, and proactively manage the entire customer interaction lifecycle. You can start with one communication channel, such as voice, for example, and add others, such as , as your business grows and your needs change.

6 A cost-effective way to pay. BT Finance Leasing offers a range of payment options, so there s something to suit every budget. To help with cash flow, repayments are typically spread over time typically from 3 to 7 years. There are no up-front costs, and repayments may even be tax deductible. Working with a single communications supplier can help to streamline your admin and save you time and money, leaving you free to focus on your business. With BT s inclusive calling packages, any calls made through IP Office, whether landline or mobile, are included. We have the technical expertise to support your business 90% of faults are fixed by the end of the next working day. Why BT and Avaya? Avaya is the number one communications system manufacturer in the UK. BT is the only UK business to achieve Avaya Global Platinum Partner Status. Sources: 1. MZA PBX-IP PBX Competitive Environment 2014, below 100 users. Things you need to know: All BT local businesses are independently owned and operated. BT logotypes are trademarks of British Telecommunications plc used under licence (by the licensee). The meaning of the word partner or partnership in this communication is governed solely by the terms of the commercial agreement(s) and/or arrangements in place between BT and its partners. It does not give rise to a partnership in the Partnership Act 1890 and any such meaning is expressly rejected by BT and its partners. Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No Call your nearest BT Local Business free on: bt.com/btlocalbusiness July PHME 75512